Provide direct technical support to end-users for all IT related issues both hardware and software Under supervision, provide support to monitor, install and perform maintenance on personal computers, laptop computers, software, and the networks Timely respond to system user requests for assistance Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs Support also includes: install and provide basic support for approved PC software; upgrades to all computer platforms, train office staff on computers, maintain logs and inventory of equipment repairs Troubleshoot/upgrade existing operational environment consisting of workstations running Windows 7, associated file and print servers running Windows 2003/2008, Active Directory, Exchange and Enterprise Messaging software. Peripheral devices consist of PDAs, Blackberry hand held devices, and printers Utilizes Veritas Backup Exec and Symantec Netbackup Disaster Recovery Software May work with Network Operations Center to troubleshoot complex LAN/WAN issues Document all work performed and possess ability to write clear and effective status reports In a subordinate role, provide technical support for large projects, operations and special events Coordinate with senior technical personnel to ensure problem resolution and user satisfaction Utilize the Remedy Action Request System (ARS) to track all service and trouble tickets involving support to end-users Responsible for all LAN and Desktop related hardware and may be required to conduct physical inventories Continually seek opportunities to increase customer satisfaction and deepen client relationships
Knowledge and skills:
Junior level knowledge of the latest Network Operating Systems and hardware Junior level knowledge of backup software and hardware Junior level knowledge of Active Directory, Exchange and Enterprise Messaging Software Familiarity with WAN Devices, circuits, cabling and telephonic and/or communication technology Knowledge of commonly-used concepts, practices, and procedures within the Deskside environment Ability to communicate effectively both verbally and in writing with clients to identify needs and evaluate alternative technical solutions
Education and work experience:
Bachelors degree preferred 3 or more years of related technical experience preferred MCSE preferred ITIL certification preferred
Clearance Required: Background Investigation and up to Top Secret U.S. Citizenship required
Location : This position will be based out of our Client Site in mid Washington, DC.
Travel Requirement: 30%; Overnight travel No
Driving Classification : This position is classified as a Regular Driver
Driving record checks will be performed on all applicants whose position is classified as a Regular Driver after a conditional offer of employment has been made. The applicant's job offer is contingent upon this motor vehicle driving record check. The driving record check will include review of any appropriate state records. If the applicant does not have a valid driver's license, and cannot arrange alternate means of transportation, the applicant cannot be hired for a role classified as a Regular Driver. If an applicant whose role is classified as a Regular Driver has a driving record that meets or exceeds the criteria listed under the Unacceptable Status, the applicant will not be hired. If the applicant meets the Probationary Status criteria he/she will be placed into that status. Upon commencing employment the requirements described above under current employees will apply.
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Qbase - 14 months ago